It Helpdesk Analyst Lazio

It Helpdesk Analyst
Roma
Lazio, Lazio

Job Summary**:

**Salary**:Open (Let us know your expectation)

**Key Responsibilities**:

- **Mac OS X & iOS Support**:

- Provide day-to-day technical support for Mac OS X and iOS devices, including troubleshooting hardware, software, and networking issues.

- Install, configure, and maintain Mac OS X and iOS devices for end users, ensuring they are up-to-date and meet organizational standards.

- Assist with managing device profiles, app deployments, and system configurations.

- Troubleshoot connectivity issues, software installations, and compatibility problems on Mac OS X and iOS platforms.

- **JAMF Management**:

- Perform remote management tasks through JAMF, such as deploying software updates, security patches, and configuration changes.

- Monitor device compliance and perform troubleshooting via JAMF to resolve issues related to device performance, configuration, and security.

- **Zendesk Ticketing System**:

- Manage and resolve support tickets submitted through **Zendesk**, ensuring that all user issues are tracked, documented, and addressed promptly.

- Prioritize tickets based on urgency and impact, and escalate complex issues to higher-level support teams when needed.

- Maintain accurate records of support requests, resolutions, and follow-ups in Zendesk to ensure timely and effective customer service.

- Communicate effectively with end-users to provide status updates on their tickets and provide troubleshooting assistance.

- **User Training and Documentation**:

- Provide guidance to end-users on how to resolve common technical issues and educate them on best practices for using Mac and iOS devices.

- Develop and maintain knowledge base articles, FAQs, and troubleshooting documentation for end-users, helping them resolve common issues independently.

- **Collaboration and Communication**:

- Collaborate with other members of the IT support team to resolve complex issues and ensure overall system stability.

- Communicate clearly and professionally with users, both in writing and over the phone, to provide exceptional customer service and support.

- Assist with on-boarding new employees by setting up their devices and providing initial training on using Mac and iOS systems.

- **System Monitoring and Maintenance**:

- Monitor the performance of supported devices and systems, ensuring that updates, backups, and configurations are maintained in a timely manner.

- Provide proactive support to minimize downtime and ensure the overall efficiency of the organization's technology environment.

**Qualifications**:

**Required**:

- Minimum **2 years of experience** in a helpdesk or IT support role, specifically supporting **Mac OS X** and **iOS** devices.

- Proficiency in using **JAMF Pro** for device management and software deployment.

- Strong experience with **Zendesk** or similar ticketing systems for managing and tracking support requests.

- Solid understanding of networking concepts (e. g. , Wi-Fi, VPN, DNS, DHCP).

- Strong problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.

- Excellent communication skills, both written and verbal, in **English** and **Italian** (proficiency in both languages is required).

- Ability to work independently and prioritize tasks in a fast-paced environment.

- Strong customer service orientation with a focus on user satisfaction.

**Preferred**:

- Apple Certified Support Professional (ACSP) or Apple Certified Macintosh Technician (ACMT).

- Experience with other MDM (Mobile Device Management) solutions beyond **JAMF**.

- Knowledge of additional IT support tools and platforms (e. g. , remote desktop software, IT asset management systems).

- Experience with troubleshooting and supporting additional software tools commonly used in corporate environments (e. g. , Microsoft Office, Google Workspace).